How to set agent queue permissions

What is an Agent?

An agent is a user role in Mojo Helpdesk. Agents are users who can view and respond to tickets. They are considered help desk staff. By default, agents have access to all tickets (all queues). Additionally, agents can be given access to see and respond to tickets only in specified queues.

Setting Agent Permissions

1. Go to admin > Agents and teams
2. Click on Permissions
3. Click on the pencil icon. 
   • There will be a pop-up to edit an agent's permissions. Note that by default, agents have access to all queues.
4. To limit an agent's queue access, click on Selected queues. Choose the desired queues and save.

Note that giving an agent access to All queues is not the same as going to Selected queues and then selecting all. If the latter is done, then that means the agent will not have access to queues created in the future.

Copy and Paste Agent Permissions

Additionally, you can also copy and paste existing permissions from one agent to another. This is helpful for large teams.

Another way to configure agent permissions is via the agent's profile.

1. Go to admin > Agents list
2. Click on the agent, and navigate to their role and permissions
3. Click on permissions
   • There will be a pop-up to edit an agent's permissions. Note that by default, agents have access to all queues.
4. To limit an agent's queue access, click on Selected queues. Choose the desired queues and save.

Remember that admins and managers have access to all queues. Read about the Mojo Helpdesk user roles here.